I just returned from a 9-night stay at this property and felt compelled to correct some misinformation in some of the COVID-era reviews.
First and foremost, we stayed in a standard double room on the 10th floor of the Bay Tower - 1 adult and 2 children, higher floor with a balcony, and the room was perfectly clean, no ripped carpet or other stains and the view of the marina and the sunset from our "even numbered" were amazing. The "odd numbered" rooms look out over San Diego Bay over to Coronado and also remain subject to noise from the parking lot. I thought the marina activity might be loud but it was quite limited the entire time we were there - no loud music or other issues.
While we were there, the Bay Tower Lounge was open for breakfast sit down or takeout and then closed from 11 a.m. - noon each day before opening back up for lunch and dinner, with service until 11 p.m. or midnight. There is also a family-run delicatessen a 2-minute walk from the Bay Tower servicing the active marina that is open each day from 7 a.m. to 6 or 6:30 p.m. and they have a large menu, snacks, coffee, ice cream and lots of wine and beer choices. I have NO IDEA why people keep trashing the Bay Tower, it was much quieter than the main Marina Building, has its own pool, there is food available and I could park by the back elevator to take groceries up to the room. The housekeeping staff were also incredibly friendly and helpful, probably the best housekeeping service we have encountered over the past year.
It is a 5-8 minute walk from the Bay Tower to the main Marina Tower lobby depending on how quickly you walk along a scenic pathway by the marina. We absolutely loved the walk every hour of the day and it enabled me to get my 10,000+ steps in daily. If you have mobility issues, it is probably best to stay in the main Marina building.
The Marina Building is the Main Building and as of the date I am writing this, floors 9-12 (the top floors) are being refurbished, although no one in our group saw oe heard the construction. Several in our group attending a dance competition at the hotel had Marina rooms facing the main pool and the views were stunning even on the low floors. As indicated on the hotel's web site, the Marina rooms are a bit smaller (which is why we opted for the larger Bay Tower room) and the lower floor hallways could use a touch up, but we anticipate since the upper floors are being re-done that an overall refurbishment is in the works.
The Lanai Building is immediately adjacent to the Marina building and some of the rooms overlook the main Marina pool while others look out on the busy highway heading into San Diego airport. I personally would prefer the Bay Tower or Marina building versus Lanai although some of the Lanai rooms are apparently "Townhouse Style." Lanai has its own small pool like Bay Tower but our kids preferred the main Marina pool, including the free S'mores supplies, and we rarely had issues finding a place to sit at the Marina Pool. The Bay Tower pool always had lounge chairs available and like the Marina building, it also has a hot tub.
During our stay, the Market Cafe was open in the Marina Building along with Quinn's restaurant, and among other things, the Market Cafe offered full-sized pizzas and cheeseburger sliders on the hot menu, which was very convenient. The snacks in the Cafe were unfortunately all organic and the hotel does NOT offer any bottled water - just "boxed" water (I'm not kidding) and overpriced glass bottles of water. The deli mentioned above has normal snacks and every type of water/Gatorade. A dozen of us agreed that the "boxed" water was disgusting. Also - the hotel does NOT have a functional Starbucks, the coffee options are very limited although there is a Starbucks in Liberty Station nearby accessible by car or by bicycle (it would be a very long walk).
We booked the parking package with our room and were able to go in and out very easily with our room key and there was plenty of parking in the Bay Tower lot. If you rent a car, it's a 20-minute shuttle ride from the airport to the central car rental center that is in an odd location. I returned my car a day early since the Sheraton has an airport shuttle that picks up and drops off every 15-20 minutes at both the Marina and the Bay Towers.
First major CON: the food on the property other than the unaffiliated deli is outrageously overpriced, and the selections were limited. We rented a car and there is a full-service Starbucks nearby as well as a Von's supermarket and a Trader Joe's, but these locations are not walkable from Harbor Island where the Sheraton is located. Many had food and alcohol delivered from Von's directly to the hotel.
Second major CON: the hotel is seriously understaffed like many others due to staffing issues which explains why no one answers the phone and for some requests, I had to be (politely) firm with the front desk to get issues addressed. I found the in-person service at the hotel to be very good with only one exception which isn't bad for a 9-night stay. The hotel NEVER picks up the phone which is extremely frustrating and they would save themselves a lot of issues by posting a site map on the hotel's web site that explains the location, pool and dining options in the three different Tower complexes.
There were valets and bellhops available in both Towers - also super friendly and polite, particularly when I was dropping food off at the Marina Tower during the comp.
If you are sensitive to airplane noise, our Bay Tower room literally looked into part of the San Diego airport, and flights run from 6:30 a.m. to 11 p.m. local time each day. It was very convenient, however, getting back to the airport for our flight out.
So there you have it: Sheraton management, please post some of the information above on your web site, particularly the property map, so that your customers don't have to scour the internet for it or call the hotel directly. Overall, an expensive but fun stay for us, and many fun memories made at the comp venue and also in the main pool. I would absolutely stay at this hotel again - in the Bay Tower - to enjoy the spectacular views!
Check your bill!
Jul 01, 2022
Pros- The views are beautiful, pools are big, and if you are staying here for a specific event, it’s convenient.
Cons- Everything else. But my main issue has been the billing. My reservation confirmation said 2 people. This trip was always planned for myself and my young daughter. A few weeks beforehand, I notice on my Marriott account that it now says 4 adults and I am being charged $40 a night for the extra two people (in addition to the “discounted” event parking rate of $40 a night). I cant figure out how to adjust it with the group rate for the event, so I figure I’ll talk to them at check in. The gentleman at check in told me he doesn’t see a fee and I’m probably fine, but if not, stop down later.
The next day, I see it still says 4 people in the app with the extra fee. I go down and talk to the very overworked and understaffed front desk. I explain the problem and the gentleman tells me that he sees it, but there is nothing that can be done until check out, but at that point, it’ll be a quick unchecking of a box and I won’t be charged.
So, check out day comes. My bill is emailed and my credit card charged. Interestingly, 4/5 of the days actually had no extra person fee, only the last day had a fee of $40. This just felt like they were still trying to slip it past me. So down to the desk I go. I had about 6 people in front of me and waited 25 minutes to speak with someone. Every single person that went to the desk before me was showing reservations on the phone or asking for itemized complies of their bills and disputing something. Finally it was my turn and the line behind me was now about 20 people long. I explain the situation and show the woman my bill which now only has one night of this fee for people who were never there. She has to get approval. I then realized why the line was so slow- the front desk staff seems to have no authority to adjust bills. The other agent also had to go to the back for approval on something for his customer. She comes back about 5 minutes later and my bill has been adjusted.
We check out and go about our day and I get another email at 7:30PM that I am being charged $100 for (I presume) dinner at the restaurant for that night. After I manually checked out with the front desk and left at 10:30AM. Argh!!! I call, explain the situation, aggrandize approval is needed so I need to hold and the bill was adjusted.
There were many more minor inconveniences (limited and expensive food choices, loud pools that don’t close on time, undelivered package, super dusty room and creaky tub), but I could have dealt with that. The main issue is- if you need to stay here…. Watch your bill!!
Best stay ever
Jul 01, 2022
I came on a mini getaway with some friend and stayed at the Sheraton .Layla made this stay the most incredible most wonderful stay . Layla was so sweet so wonderful and truly the best employee I have ever encountered in the hospitality field . She deserve a raise and a promotion and she truly made my stay in forgettable . Definitely will be back and recommend it to other.
(Amsterdam, The Netherlands)
Jul 01, 2022
I expected more premium rooms and finishings. The hallways creak and make noises that could be heard inside the room. This hotel is very close to the airport. Overall feel is that of places that has less dollars per night than what is charged here
Would not recommend
(Yorba Linda, California)
Jun 29, 2022
My family stayed over the weekend. The hotel was packed but completely understaffed. We waited to get menus for 30-40 min until I got it myself. Had to ask for a crib 4x before threatening to speak to the manager until it arrived. They got rid of their valet so you have to drag all the stuff from the old valet parking lot with 2 kids and stuff. It is not worth staying there.